PHH Mortgage Services Corporation

2019-01-16

Lenzburg, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our mortgage is with PHH mortgage company. Our house payment decreased yet the mortgage company refuses to take out the correct amount from our checking account. We have it set up as automatic drafting which they control. I noticed the amount in XXXX and contacted them at that time. I was assured that the problem was corrected yet twice a month they continue taking out the old payment which equals to an overpayment of {$240.00}. I have requested the automatic drafting be stopped and I will pay it myself but that also has not been done. I finally contacted my bank and for a {$36.00} fee they will stop the payment but only for 6 months. My bank hopes this will force them to make the requested changes. I am not able to speak to anyone in a position or to that specific department that controls such matters. I feel as if my bank account is being held hostage.
Company Response: Closed with explanation

Timely Response

2019-01-16

Wallington, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: ADDITIONAL INFORMATION ADDED TO CLAIM XXXX IN PROGRESS Since XX/XX/XXXX when I filed the above CFPB complaint, so much more has occurred and it would probably take 20 pages to explain everything. I will now attempt to simply state the core additional issues and then act appropriately to the next step : There are more errors, abuses, mishandling, misrepresentation, conflicting messages with loss mitigation in conveying messages to me, covering up of illegal tactics, Illegal tactics, themselves, Violations of so many acts such as the Fair Debt Collection Protection act, My Bankruptcy Injunction- I got a discharge in a chapter XXXX on XX/XX/XXXX and again in XX/XX/XXXX that they have ignored on more than one occasion, starting the foreclosure process in XX/XX/XXXX and waiting as they watched my XXXX case until approval in XX/XX/XXXX then after 4 years make a move which lead them to offering a Loan Modification of terrible terms. Why was my condo not foreclosed in XX/XX/XXXX or XX/XX/XXXXwhen you denied me any Homeowners Assistance for a reason that was not correct? They waited and preyed on my XXXX not foreclosing as they said they were going too, until acting 4 years later. Why would a Loan Modification be offered in XX/XX/XXXX when my bankruptcy discharge held me not liable for any money on this loan on a personal basis. They could and should have used their lien to foreclose. Not offer a Loan Mod. In the loan Mod they " deferred around {$46000.00} which I was told I would not have to pay at this time but too only pay on a lesser amount. and the loan Mod was 40 years at 4 %. I never reaffirmed this mortgage at anytime. They can not come after me for a judgment deficiency, No mention of my discharge was stated any place in the loan mod documents. Because of these unfair actions against a XXXX homeowner this was done in bad faith, illegal and had violations that occurred that is what put my loan in default to a point I could never pay. Violations of The consumer Protection act, manipulations, misrepresentations, abuses and errors, Fraud, this company was cited in a civil action case recently for borrowers loans in foreclosure or leading up to foreclose from XX/XX/XXXX to XX/XX/XXXX and I was listed as one. I will get a small amount of money but the same actions that they were cited for then they are still doing and worse. I had a HUD approved apartment ready to go to in XX/XX/XXXX thinking they would foreclose and they did not so I lost that opportunity. I am not a lawyer and I am XXXX with a semi caretaker who lives here and is considered a Tenant in NJ but in their recent foreclosure papers nothing has been mentioned about him. I told the bank many times in the past. The Lying and straight out changing dates on letters has me stunned. They tries to offer me a DIL over the phone but not only is that bad when there are junior liens surviving a bankruptcy discharge No Bank can do a DIL. That is why they asked me to contact my survived junior lien holders to see what amount they would accept to clear the Lien. I did not deny the offer but only said I need to run this by a lawyer, the next day I am called by an appraiser and I told him to contact my bank. The Bank in just 2 days then closed the offer and cancelled the appraisal. I got Two Letters in the mail telling me I was declined because I would not let an appraisal be done! They tried to cover that up by writing a letter dated XX/XX/XXXX with the same DIL terms. I responded back, that I thought you declined it for that wrong reason but got no answer except that there was no error as stated but that is not correct for I have the two decline letters as proof that a error was made.
Company Response: Closed with explanation

Timely Response

2019-01-14

Northside, NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-11

Rochester, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-10

Portsmouth, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-03

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/2018, I contacted Loss Draft Department for PHH Mortgage. I indicated that I had suffered severe damage to my residence and had a check from my insurance company made payable to myself and PHH Mortgage in the amount of $XXXX. I was told by the customer service representative that 1/2 of the amount would be sent back to me immediately and the remainder would be paid once the repairs were made. I receive no calls until I called to find out the status of the check. I was then told that I receive wrong information and no funds would be disbursed for repairs until I provided a signed contract, XXXX form and signed conditional waiver from the contractor. These forms were provided to PHH on XX/XX/2018. At this point, I have had several calls with PHH and they have indicated that they have not and will not disburse the funds to repair my residence.
Company Response: Closed with explanation

Timely Response

2018-12-27

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018, our house was flooded. We sustained minor flood damage. We carry flood insurance, and our insurance covered muck out and debris removal. All of these tasks we completed ourselves On XX/XX/2018, we received our insurance check. As part of the normal process, PHH Mortgage Services was a party to the check. After going through our normal contact at PHH Mortgage, we finally were directed to the Insurance Claims department. On XX/XX/2018, we submitted electronically our Insurance Worksheet with all of the claim information. We were told that we had to request a waiver for the contractor requirement. We did so, and later that week, our request was rejected. At that time, PHH Mortgage requested an inspector to come out. That request was made on XX/XX/2018. On XX/XX/2018, we submitted photos documenting that all the cleanup work that was being covered by the Insurance Worksheet was completed. On XX/XX/2018, an inspector representing PHH Mortgage came to our house and to the best of our knowledge received all the information necessary to complete the inspection report. PHH Mortgage stated that those results would be available within 48 hours. After several phone conversation, on XX/XX/2018, representatives for PHH Mortgage stated that they have no information concerning the inspection results. We are trying to get our insurance check endorsed from PHH Mortgage, but they are not allowing that to happen. All we are requesting is that PHH Mortgage endorses our insurance claim check.
Company Response: Closed with explanation

Timely Response

2018-12-12

Keyport, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On the XXXX of every month my mortgage payment is deducted from my account and sent to the mortgage holder. About two weeks later I receive a letter saying my payment was late and late fees are added. This goes on every month, even though I can show the payments being made and a confirmation number. I've called these people several times and I just get transferred from on person to the next, nothing gets resolved. My previously excellent credit is ruined. I need to put a stop to this somehow.
Company Response: Closed with explanation

Timely Response

2018-12-12

MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PHH Mortgage is charging us a late fee and saying we didn't pay mortgage for XX/XX/2018. We did pay. We always pay on time. We have bank statements that prove PHH Mortgage cashed our checks on time. The company is refusing to answer the phone or give us a live person to talk to. This is the second time they have done this to us among many, many other things. They lost our payment last year and we had to go through a big ordeal and have our bank call them to clear it up. It was long, drawn out, and ridiculous.
Company Response: Closed with explanation

Timely Response

2018-12-12

Weston, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mortgage was being handled by PHH. It has since been transferred to new processor and the new processor is working with us to correct the problems caused by PHH. Two issues : 1. They paid an insurance bill they should not have and then did an analysis of our escrow account and adjusted our escrow balance due based on this analysis. The insurance was paid for one year at the time of closing. This was documented. For some reason they paid another insurance bill. We have no idea where it came from. 2. They were sending all communications to our old address. This was never authorized. All closing documents indicated the new property address as the address for all correspondence.
Company Response: Closed with explanation

Timely Response

2018-12-10

Havana, FL

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: On Tuesday XX/XX/2018 I called PHH Mortgage Corporation to verify that they were my new loan servicer and who I was supposed to submit payments to going forward. I asked how I could pay online, the customer service representative explained how to log on to do so. I noticed there would be a fee to pay online so I asked if there is anyway to pay online without a fee. He told me if I enroll in paperless option and wait XXXX hours, next time I log in to pay, the fee will not be there anymore. So on XX/XX/2018 I tried to log on but it kept saying my log in information was incorrect. I called customer service and the representative gave me a temporary password to use. That did not work so I still had no access to my online account to make payment. My options were to mail in a check or pay a {$7.00} fee to pay over the phone. This is when I started researching PHH Mortgage Corporation and discovered that they have had multiple lawsuits regarding charging unauthorized fees, using incomplete information in the foreclosure process, AND FAILURE TO APPLY PAYMENTS MADE BY BORROWERS. After reading all of this, I started to get concerned about my loan now being in the hands of PHH. I called customer service again and insisted to speak to a manager about these discoveries and my concerns about my inability to make a payment without being charged a fee. I asked the customer service representative XXXX times to transfer me to a manager and each request was ignored. I told him if he can not transfer me to a manager then I would like to submit my payment over the phone without a fee. He agreed to do so, asked me for my routing number and bank account number to submit payment. I am bringing this to light before it gets worse. I am trying to be pro-active instead of re-active. As previously stated, I am seriously concerned for the future of my home loan. I still can not sign onto the website and when trying to talk with tech support I was on hold for an hour before anyone picked up.
Company Response: Closed with explanation

Timely Response

2018-12-07

Ashville, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am in the middle of a bankruptcy case. I was told that once my loan was included in the bankruptcy that PHH Mortgage would finally give me an answer to my modification request. PHH Mortgage has yet to give an answer after I have submitted my paperwork over and over again. There has been no answer for over 6 years. Now I am facing my bankruptcy case being thrown out of court because PHH will not modify my loan, so I can keep my home. AS you can see PHH mortgage does not have a good record. https : XXXX They refuse to honestly review my situation for a modification. I just want PHH to review my hardship application, stop making demands for the same information over and over, and give me a final answer once and for all.
Company Response: Closed with explanation

Timely Response

2018-12-05

Chester, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-12-04

Brooklyn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I originally complained about the unfair assessment of late fees on XX/XX/18 to my loan account ; the fact that they mixed up the mortgage payments and put them into the wrong accounts ; that the extra money I sent to be paid to the principle was paid to the loan interest ; and the most important part they allowed my homeowners insurance to lapse, because they did not renew my insurance on time, and as a result it is scheduled to expire on XX/XX/18. They have addressed the first two issues to correct the mistakes of payment in the right places and adjust principle to reflect the payments made to that area, but they have neglected to fix the insurance part which is most important, because a house must have insurance on it, in case of fire or natural disasters, if for some reason something perchance occurred, I would not be covered. In this case, although the mortgage is tied to the home insurance and they are responsible for paying the premiums and ensuring that the insurance coverage is there, instead, they have ignored this aspect of the complaint, and just sent me a letter stating that the home insurance will expire on XX/XX/2018, without making any efforts to see that it be reinstated to ensure that my home is covered from these disasters, and they are further telling me that without home insurance, they can not service my mortgage loan, which is very unfair of them to me, as they are totally responsible for renewing it, and they don't care to do so! And I want my insurance reinstated before the expiry date reaches! I urgently need this to be done!
Company Response: Closed with explanation

Timely Response

2018-11-30

Havertown, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-28

Naples, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Public record information inaccurate
Company Response: Closed with explanation

Timely Response

2018-11-27

Wallington, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have a condo in NJ that is in foreclosure. I am now XXXX and on SSDI and my condo is underwater. I got a chapter XXXX discharge surrendering the condo onXX/XX/XXXX. My research shows that three property liens survived the bankruptcy including my first mortgage. The foreclosure process officially started on XX/XX/XXXX with a letter from the bank. It resumed after I got my bankruptcy discharge. On XX/XX/XXXX and again on XX/XX/XXXX I wrote a certified letter and followed it up with a email E SIGNED to my banks attorney and my bank with the letter of XX/XX/XXXX sent as QWR. These coorespondences specifically were sent to make sure we were all on the same page as to my intentions and the laws that protected me as a result of the bankruptcy discharge. I said I can not and do not want to save the condo or cure the default but in light of certain obstacles ( Junior Liens, my XXXX and financial status ), how could I deal with so there is continuity so the process would be easier for both and requested relocation money and time? They were at a point in the foreclosure where they were getting ready to Enter Final Judgement which I thought was about having me removed. Regardless, of what I thought, they mailed me a package for me to try and be screened to save the condo dated XXXX and all the copies of certain documents. I was conflicted and confused why they asked this of me as my letter told them I can't save it as per my chapter XXXX petition. I did mail it all on XXXX non certified. I had heard nothing regarding my QWR wanting continuity and asking for relocation money. I got a phone call from my bank on XXXX from loss mitigation that they were looking to do a DIL and asked ME to contact certain Junior Lien holders to make a deal to release their lien s. They emailed me a summary and while I understood what they wanted I had to look further into all of it. My bank it turns out settled a class action suit for abuses and errors during the loss mitigation foreclosure process back in XXXX and I was one of them. They gave me a predatory lending modification. They were fined also for " Conveying conflicting messages to certain borrowers engaged in the loss mitigation process '' Now that is exactly what they were doing to me again. Asking me to contact these lien holders is a violation of the bankruptcy Injunction. They wanted a move out date. I have still not received a proper answer on my QWR. To even start a DIL it must be in writing explaining the terms. Then they have to go through the courts to ask for certain motions. This is why I wanted a single point of contact. They clearly, were trying to do things for their best interest another major violation. No bank will think about a DIL when there are Junior liens and they knew that. I wanted Relocation money and time to find a place being XXXX. The deed to this condo must be out of my name with no existing liens and you can then get any agreed upon money and time to move
Company Response: Closed with explanation

Timely Response

2018-11-26

Ft Myers, FL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018, my intent was to pay off my mortgage with PHH Mortgage. I could not wire funds as my bank was in New York State and I was told I had to come into the office in NY and I am in Florida. I decided to do an e-check for the principal balance, and a follow-up e-check for the remaining daily interest and {$10.00} recording fee. Both payments were put into a suspense account by PHH on XX/XX/XXXX and XX/XX/XXXX respectively. They told me they needed 10 business days because the funds were not certified. Payoff figures were for XX/XX/18. I was told by TWO customer service reps that my property taxes ( due XX/XX/XXXX to avoid paying additional tax ) would NOT be paid because of the payoff intent, and that the escrow was frozen. I didn't think this was appropriate as they were not going to post my payments until close to when the tax bill was due ( with discounts ). I waited until XX/XX/XXXX, and processed an e-check for {$7.00}, xxx.xx from my bank to XXXX County Tax Collector in Florida. Today, PHH states that they sent a bulk check on XX/XX/XXXX to XXXX County for the same amount to pay my taxes. PHH says if they were to request the funds back, it would take FOUR MONTHS for me to get my monies back. ( I still have about {$1900.00} left in escrow as well, which they tell me would take about 3 weeks to receive the refund ). I then called XXXX County, and they said they have not yet processed the bulk payment, and would probably do so either XX/XX/XXXX or XX/XX/XXXX. Even though I told them I already paid, and that my mortgage will be paid off today ( they are to apply the suspense payments today to full pay the account ), they refuse to send me the overpayment, and state that it must go back to the payer ( PHH ). XXXX County says it could take 4-6 weeks for the monies to be sent back to PHH. I don't think I should have to wait four months for my money. I am very upset about this.
Company Response: Closed with explanation

Timely Response

2018-11-23

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-23

Greenwood, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: i did a refinance on my home in XX/XX/2018. The loan was sold to PHH Mortgage and in XX/XX/XXXX i was notified that the flood maps were redone and i was now in a flood zone. i tried to explain to them that my property was not in a flood and they suggested i apply for a XXXX Letter from FEMA. During the process PHH Mortgage forced lender flood insurance on my account with a premium of {$1600.00} and did an escrow analysis and raised my fixed payment from XXXX to XXXX. I have made several attempts to contact them and fix the problem and keep getting the run around. In XX/XX/XXXX they sold my loan to XXXX XXXX without fixing the problem so now i'm dealing with trying to have XXXX go back and fix the problem and since then i have received my XXXX Letter stating I am not in a flood zone and have uploaded the documents to their system om XX/XX/XXXX and still today it has not been adjusted. i feel like i'm getting the run around from not only PHH but also XXXX XXXX which is why I am making a consumer complaint.
Company Response: Closed with explanation

Timely Response

2018-11-18

Ross Corners, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-11-15

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-15

Bremen, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have not been re-reimbursed for the remainder of my escrow account after the mortgage loan payoff. I have called several times and keep being told a stop payment will need to be submitted along with a new check issued and that this will take several weeks. Each time I call they say they need to submit the paperwork, apparently nothing is being done. The following are the dates that the mortgage company PHH has on their website about the refund. I received a letter from PHH mortgage on XX/XX/2018 with the loan payoff details but there was no check enclosed. Applied Date Due Date Description Amount XX/XX/2018 Escrow Funds Disbursed to Borrower - {$390.00} XX/XX/2018 XX/XX/2018 Loan Paid in Full {$65000.00} It is now XX/XX/2018 and the check has not been sent out yet. I am being told another 5 business days I should see this check.
Company Response: Closed with explanation

Timely Response

2018-11-14

Las Vegas, NV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-10

South Florida, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: PHH has effectively kept us from obtaining a loan modification, for which our mortgage loan qualifies. We had always made our mortgage payments on time every month, but when I suffered an unforeseeable job loss, we saw that it was going to be impossible to stay current with our payments. We proactively contacted their Loss Mitigation Department, but were told there was nothing they could do because our loan was current. One of their representatives advised us to miss some mortgage payments and then they would be able to help us. Twice our loan was reviewed for workout options, but we were denied due to lack of sufficient income. Then we were given a forbearance agreement which we accepted and started making the payments. Unfortunately, Hurricane Irma came through and wrecked our home. We were forced to make repairs to ensure the home was livable and could not afford the mortgage payments. Our case manager from PHH told us that even though there was disaster relief allowed for missing mortgage payments, we still had to make our forbearance payments on time. This was impossible and we had to stop making payments. We tried again for assistance, but were told that the could no longer review our mortgage for assistance options and we were shut out of help. Then we had to take matters into our own hands and the State of Florida approved us for the Hardest Hit Fund, but PHH rejected those funds because it did not cover the entire past due amount. However, we had the excess money to pay the deficiency, but the PHH representatives refused the money. This has left us high and dry and we are extremely upset and frustrated with PHH. They are sending our loan through the foreclosure process and we need help to keep our home. We are really hoping that you can help us.
Company Response: Closed with explanation

Timely Response